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Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: Sydney
Industry:
Reference: 2697310
Job Published: March 23, 2018 15:59

Job Description

Global eCommerce organisation are looking for a Service Desk Manager to manage APAC team! In this role, you will be the conduit between Technology and Business for all support services. Service Desk within their Sydney Office and be responsible for IT Asset management, change management and process improvement.
You will manage and deliver effective IT Service Management (ITSM) principles and best practices, and a proven track record in managing an IT support team and influencing a positive change within a helpdesk environment.

Key responsibilities will include:
  • Managing the Service Catalogue
  • Working closely with the IT Infrastructure Team Lead on End User Computing strategy and Standard Operating Environment (SOE)
  • Drive internal IT process improvement
  • Promote a constructive and customer-focussed team
  • Ensure appropriate capability, capacity and location of support staff
  • Resolving technical and maintenance issues/inquiries within the Service Level Agreement
  • Develop and manage a customer satisfaction framework
  • Act as the primary point of escalation where SLAs or customer satisfaction have not been achieved
  • Ensure regular training and appraisals are provided to staff
  • Provide technical support and backup to the team
What we're looking for!
  • Advanced ITIL certification
  • Experience managing and driving a high performing team
  • Experience in the development, implementation, and management of ITIL principles in a complex IT environment
  • A thorough knowledge of Microsoft operating systems and Office suites, including Office 365
  • Strong communication and change-management skills
  • A creative and analytical approach to problem-solving